This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
We’ve all signed up for a product only to realize a few months later that it didn’t quite fit our needs. Think about that gym membership you bought in January you’re still paying for even though the last time you went to the gym was in early February. We remember how easy it was to sign up for the one week free trial on the gym’s website. But to actually cancel, you have to find a phone number, wait on hold, give your membership number and finally pay an exit fee before you can put an end to you
At British Telecom (BT), we were buying a CRM system. I was leading the project and we had 15 people around the table to make this choice. It was a significant decision for a lot of money. So, as it was a business decision, you would think we were logical about it. However, we weren’t. We were irrational about it. Your customers are irrational, too.
While on a call with a customer, the language used is incredibly important. Call center agents are likely to have many, many conversations over the course of a work day, so it’s easy to forget the importance of each and every interaction you have with a customer on the line. When handling multiple customer service tickets each day, using certain phrases or expressions can become second nature.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
When you work in marketing or sales, you will always have a list of companies you aspire to have as customers. But how do you go about approaching those companies and cutting through the usual noise? That’s where account-based marketing (ABM) comes in. ABM is an approach to marketing and sales where you focus on identifying, targeting and converting specific high-value accounts.
By Turaj Seyrafiaan. In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important aspect of a contact center, however, many organization still struggle with the basic definition and measurements of FCR and we all know that if you cannot measure it, you cannot improve it!
Brand Or Customer Experience – what comes first? The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know what a brand is. However, when we are asked to explain it, we often fumble. In fact, it is remarkable just how different our answers are. It seems as if no one really knows what a brand is at all. Branding is imperative to having an outstanding Customer Experience.
Sign up to get articles personalized to your interests!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Brand Or Customer Experience – what comes first? The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know what a brand is. However, when we are asked to explain it, we often fumble. In fact, it is remarkable just how different our answers are. It seems as if no one really knows what a brand is at all. Branding is imperative to having an outstanding Customer Experience.
Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. You can read more about our book at [link] Mapping the Right Journey At Heart of the Customer, we recommend starting a journey mapping project by answering these five questions: What is the business problem or opportunity behind mapping? […]. The post Defining Scope: Should You Map an End-to-End Journey or a Specific Sub-Journey?
In the SaaS industry, we have all come to realize that retention is just as important as acquisition. There is no point exerting lots of energy attracting new customers if you struggle to keep your existing customers happy and subscribing to your service. Indeed, we have gone so far as to say that “ customer retention is the new conversion ,” and the data backs that claim up.
By Peg Ayers. Customer Experience (CX) can differentiate your company from your competitors. An effortless Customer Experience creates loyalty for your brand. Your customers could be yours for a lifetime! You know how much that’s worth to your organization. You want to provide the best Customer Experience possible. But how? Perhaps you’d like to investigate the Customer Experience for your organization, but you don’t have the time or resources right now to do extensive surveys and customer focus
Escalations are the horror movie soundtrack of the subscription-based business. Their arrival signifies one thing— impending churn. Scary as they can be, however, customer complaints can actually be beneficial. Today’s customer-centered economy has increased customer expectations and left them only a click away from trying something new. The natural response is to speed up your escalation practices under the threat that if you don’t provide your customer with a quick fix, you’ll lose them.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
The Rapid Decrease In Value Of Professional Expertise One result is the commoditization of professional knowledge. For decades, professionals were able to charge premium fees for their expertise, which was considered a rare and valuable skill. As a result of living in a world with access to the internet, the value of expertise in many. Read Full Article.
Few roles in business are as fraught with uncertainty as that of the Chief Marketing Officer. In many companies, they’re still viewed as black sheep – the lone executive in the C-suite operating with amorphous goals, responsibilities and unclear definitions of success. This is in large part a reflection of marketing today, a world where the scope of marketing activities has broadened significantly.
There’s nothing worse than submitting feedback about a product you love and hearing nothing back. Okay, there’s probably a few things that are worse, but it’s still pretty painful when it happens. It feels like they aren’t really listening to you, and if they aren’t listening, then do they really even care? Now imagine that your customers are experiencing this disappointment, day-in, day-out.
Leaders in Customer Centered Economy to Convene at First Meeting During Upcoming Customer Success Summit – 2019 Global Executive Forum. SAN MATEO, Calif. – March 26, 2019 – Totango , Inc., the leader in customer success for the enterprise , today announced the Totango Customer Advisory Board (CAB) that serves to provide strategic advice as the company develops technology and services to enable enterprises to achieve their customer-focused goals.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!). Since I’ve received so many thoughtful comments and questions especially about the work of leading the experience practice in various organizations, I wanted to share a few of my favorite lessons that I’ve gleaned over the years. 1.
One thing is clear: Everyone is talking about artificial intelligence (AI) these days. If you look at searches and mentions of AI online, you can see a clear exponential trend. While it was outside the top 100 search terms on gartner.com in January 2016, it was ranked #7 by May of the following year. This is also evident in the customer service space, where interest in popular AI tools (like chatbots) has grown.
Your product can’t suck. That’s a given. But it’s also not enough to be a good product that doesn’t hook your customer and connect to their pain points. When you boil it down, your product falls into one of three categories: 1) shelfware (no one uses it, no one remembers they have it); 2) a tool someone has to use, but hates doing so; 3) the one you want it to be: something so useful it’s not software, it’s a habit-forming product.
Online learning is not the next big thing, it is the now big thing. – Donna Abernathy, educational author. The global eLearning market is projected to reach $325 billion by 2025 from $107 billion in 2015. Stats like these clearly indicate eLearning is going from strength to strength in a short period of time. In fact, online learning has revolutionized education on a large scale, thanks to better internet connectivity and widespread use of electronic devices such as computers and smartphones.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items. Now, drones can deliver items purchased on Amazon to your door. You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen.
We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. But a lot can be learned from looking at the negatives too. And it’s certainly better to learn from the mistakes of others, than to go through that pain yourself. Here are five real life examples of live chats gone horribly wrong.
Let me ask you something. If you’re pissed off at your partner, and you’re yelling, maybe even cursing, and in response they say… nothing. How do you react? Do you calm down? Or does their silence make you more intense? Me? I talk more. Louder. My attitude gets fierce. What I don’t do is back down or tranquilize. Turns out, if you give your customers the silent treatment when they’re going off on you, they can get fierce, too.
This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager some of our team members employed a practice I affectionately referred to as “fishing,” or perhaps it’s spelled “phishing.” This, of course, could refer to anything from catching a salmon to illegally catching someone’s credit card information.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Image courtesy of Pixabay Do employees believe in the core values? Do they even know their company's core values? Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and which are wrong. Everything you do must be aligned with your core values, and core values should be integrated into everything you do.
Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed.
“If I have seen further it is by standing on the shoulders of Giants.” That’s a pretty humble statement from the man who invented calculus. But Sir Isaac Newton had a point when he wrote that famous quote in 1675. Individuals have made incredible contributions to the store of human knowledge—but did they really do it alone? Like, let’s say Newton had become a farmer instead of a scientist and mathematician.
One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Sometimes, my guests are surprised at how their trajectory, even if it seems nonlinear, has played a critical part in their professional development. In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her b
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden b
Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they can be around for another hundred years. Remember Me for Centuries. The Globe and Mail is a 175 year old newspaper in Canada that has evolved and diversified to maintain a foothold in the modern digitized information economy.
Trying on virtual glasses with Warby Parker. Eyewear retailer Warby Parker – often listed as one of the most innovative companies – recently added a new feature called “Virtual Try-On” in its mobile app for those iPhone devices equipped with Face ID (X, XR, and XS). Customers can put the camera into selfie mode and select frames to check out in real time how these look on them.
As a SaaS company grows, customer success becomes even more important. Defined as doing everything in your power to ensure customers are successful with your business, creating a thriving customer success program and team doesn’t happen overnight. But, if you’re a SaaS company and you’re doing great without a success team, why should you care? Let’s look at the future of SaaS customer success and why it’s become a focus for so many companies….
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
We organize all of the trending information in your field so you don't have to. Join 20,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
183 
Let's personalize your content